Customer Support Coordinator

Qcells USA Corp.; San Francisco (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

Hanwha Q CELLS America Inc. in Irvine, CA, seeks an experienced Customer Support Coordinator to join the post PTO Support Team.

You will manage tickets, troubleshoot solar products, and own the customer experience for residential systems including Q.Home battery. The role requires attention to detail, strong communication, and the ability to analyze performance data while coordinating engineers and vendors to resolve installation issues.

Qualifications

• Solar Industry experience in renewables or similar field.
• Attention to detail and strong analytical capabilities.
• Excellent communication skills, both written and verbal.
• Proficient in Excel and data analysis.
• Ability to manage multiple tasks in a fast-paced environment.
• Up to 10% travel may be required.

Responsibilities

• Manage customer tickets, emails and calls promptly and professionally.
• Troubleshoot questions about Q CELLS residential solar products (battery storage, smart modules).
• Own the customer experience, including escalations.
• Analyze system monitoring and performance data.
• Become SME on the Q HOME battery system for residential use.
• Analyze CA, TX and FL net-metering and buyback programs.
• Assist with commissioning of systems.
• Program ESS to complex E-TOU modes and run firmware updates.
• Coordinate engineers and vendors to resolve installation problems.
• Understand how solar systems are sold, designed and constructed.
• Review procedures to ensure best practices.

Skills

Solar industry experience

Attention to detail

Analytical skills

Oral and written communication

Excel

Organizational skills

Problem-solving

Travel up to 10%

Education

Associates degree preferred

Bachelor's degree preferred

Job description

Description

POSITION DESCRIPTION:

Q CELLS Home Energy Solutions seeks an experienced Customer Support Coordinator for our post PTO Customer Support Team. As a customer support person on this team, you will play an instrumental role in the growth of our business, particularly in customer support, technical support and customer satisfaction. The successful candidate will effectively handle case management and customer experience. The ideal candidate will be a strategic thinker with experience supporting customers in the renewable energy sector. The ideal candidate is an experienced professional with strong analytical skills, great attention to detail, with problem solving and communication skills.

This position will be based out of our office in Irvine, CA with a potential in-office schedule set at the direct manager’s discretion in accordance with the company policies and procedures. Remote work may be considered for exceptional cases.

RESPONSIBILITIES

• Manage customer tickets, emails and calls from customers in a prompt and professional manner.
• Troubleshoot customer questions regarding Q CELLS line of residential solar products, including battery storage, smart modules, and other residential solar products.
• Take ownership of customer experience, including complex customer escalations.
• Analyze system monitoring and performance data
• Become a subject matter expert on the Q CELLS Q.Home battery system for residential applications.
• Conduct analysis of net-metering and solar buyback programs in CA, TX and FL.
• Assist with commissioning of systems.
• Program ESS to complex E-TOU modes and complete firmware updates.
• Coordinate engineers and vendors to resolve installation problems.
• Understanding of how solar systems are sold, designed and constructed.
• Review operational procedures and ensure conformance to industry best practices.

REQUIRED QUALIFICATIONS

• Solar Industry experience (Renewable)
• Associates degree preferred in business, economics, communications or other related field with a minimum of 4+ years of professional work experience OR bachelor's degree preferred in business, economics, communications or other related field with a minimum of 2-5+years of professional experience including 2+ years of experience in solar customer service.
• Impeccable attention to detail.
• Ability to exercise strong organizational, problem-solving and analytical skills.
• Detailed, analytical thinker.
• Excellent oral and written communication skills.
• Excel
• Process driven while finding long-term solutions.
• Ability to work in a fast-paced en environment.
• Up to 10% of travel

Hanwha Q CELLS America Inc. ("HQCA") is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions. Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services. We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future.

PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS:

To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.

Mobility

• Standing 20% of time
• Sitting 70% of time
• Walking 10% of time

Strength

• Pulling up to 10 Pounds
• Pushing up to 10 Pounds
• Carrying up to 10 Pounds
• Lifting up to 10 Pounds

Dexterity (F = Frequently, O = Occasionally, N = Never)

• Typing F
• Handling F
• Reaching F

Agility (F = Frequently, O = Occasionally, N = Never)

• Turning F
• Twisting F
• Bending O
• Crouching O
• Balancing N
• Climbing N
• Crawling N
• Kneeling N

The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications.

*This target salary range is for CA positions only and should not be interpreted as an offer of compensation.

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